emusic
Enthusiast
Enthusiast

How to get a qualified technical support from VMware?

In February, I tried to upgrade my Workstation Pro 12.5.8 to 15.0 (there was 15.0.2), and immediately noticed much higher internal kernel latency in Windows guests (up to dozens of milliseconds. I'm using Workstation to debug my kernel-mode audio drivers so real-time performance is quite important for me. These internal kernel delays cause many audio stream interruptions if short buffering is used.

The problem is 100% reproducible (I had replaced 15.0 back with 12.5.8 and vice versa).

I have opened a support request 19092320302, providing all the details I had. The staff asked me for the additional details, I had provided them. Then the staff said that they need more time to investigate this issue, I agreed it. Finally, I got the following message:

As discussed, we will go ahead and archive this case for you. We would keep you posted once we have an update. But please do not hesitate to contact us whenever you face any kind of issues related to VMware, and as always, it will be a pleasure assisting you.

Since the problem was not resolved at all, I tried to add a reply to the case, but got a message that the case is closed, and cannot be re-opened. I tried to open another support request and got a message that my support request limit is exhausted, and I must purchase additional support opportunity.

The last staff's message in the first case contains email-addresses of two support officers. I wrote to both of them several days ago, but got no reply.

Therefore, VMware haven't solve its own problem that I reported, but considered my support request (paid together with the version upgrade) as "utilized", and obliges me to pay for another support request that will not be guaranteed to be served. Such support policy is definitely unfair.

Is there an opportunity to get a qualified technical support from VMware?

3 Replies
daphnissov
Immortal
Immortal

Mikero​ this sounds fishy and, if true, downright wrong of GSS.

emusic
Enthusiast
Enthusiast

BTW, I tried to discuss this problem once and then again, but no solutions were proposed.

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emusic
Enthusiast
Enthusiast

Maybe you know who/where to contact with this problem?

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